Senior Help Desk Technician at CGS Federal (Contact Government Services)

• Job Location Washington, DC
• Seniority Not Applicable
• Type Full-time

Share on:

Description

Employment Type: Full Time Department: Help Desk CGS seeks a Senior Help Desk Technician to fulfill the requirements of Level 1 & 2 Help Desk (PC Assist) support services to end users consisting of senior management, attorneys, support staff, contractors, and associated systems for the Executive Office for the United States Attorneys (EOUSA).

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology.

To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others.

Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Skills and attributes for success: Backup/Restoration admin/support File Server support User Account/Mailbox administration Software/Hardware installation Handheld device installation/troubleshooting/support Remote User setup/support/troubleshooting End-user training Creation of procedural documentation Creation of spreadsheets/databases for tracking purposes Record and update required information for all IT-related tickets utilizing ITIL Creation of Incident work-log entries Accurately answer user support questions of software and hardware in the EOUSA office environment Maintain Account Management forms for new and departed users per Government policy and procedures Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practices Conduct and maintain accountable IT inventories such as laptops, desktops, tablet PCs, printers, MFPs’ accessories, IT supplies, etc.

using spreadsheets Provide desk-side training for new employees and staff, consisting of basic instructions on accessing and using standard desktop applications (e.g.

e-Mail, Microsoft Office, etc) and how to access available research database applications Submit weekly status reports and monthly surveys Set up and support conference and training rooms for presentations including, audio systems, video systems, A/V distribution systems, computer hardware and software, control programming, microphones, amplifiers, encrypted wireless microphone systems, digital recording and computer/video interface Utilize online meeting applications such as Adobe Connect to support hardware set-up of microphones and webcams, set-up operations for audio mixing boards and facilitate/monitor/record online meeting sessions Qualifications: One year or more Adobe Connect or related online meeting center set-up experience.

Non-Required, advantageous additional knowledge, experience, or competency considered favorable assets shall include: ITIL Foundations certification Change Management experience Active DOD clearance of Level 6 Public Trust or above Our Commitment: Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources.